Service Design & Assign

Background

A Large CSP encountered service provisioning issues when onboarding new customers. The growing introduction of new technologies such as 5G, 5G, O-RAN or SDN/NFV is making simple provisioning a complicated task.

A single new customer service could take on average 10 days and in the worst cases up to 55 days to provision and as result customers were unhappy, revenue was lost and, SLA’s missed.

In addition to missed SLA’s and customer satisfaction issues, there was a lack of adherence to technical standards and polices.

Objectives

An automation initiative was devised to accept customer service orders from the CRM, validate them and perform the appropriate design and assign. It was hoped that automating this process would drive efficiency and remove the need for manual intervention.

Solution

CORTEX took customer orders from the CRM and order capture system validated them and processed the appropriate design and assign based on the customers requirements.

During this process CORTEX breaks down the components of the orders and analyses the existing inventory to check the resources are available, it then updated the inventory to reflect the new order in real time.

Once the design phase of the process is completed CORTEX will issue the service to the network directly or via the chosen activation platform.

CORTEX will handle any errors or exceptions by rejecting orders back to the original source e.g. the CRM, or by considering different design options If the issue is relation to resource availability. If neither of these are an option, it will escalate the issue to appropriate member of the team for manual intervention.

Outcomes

Once the CORTEX solution was implemented the CSP found provisioning that would usually take ten days reduced to 20 seconds.

With the reduction in manual intervention the business managed to recoup time spent by skilled employees to the equivalent of 3 FTE’s leaving them to work on other more valuable projects.

As well as saving time and money CORTEX has ensured a 90% improvement in accuracy removing mistakes made by manual intervention.

Approximate Functional Block Count - 2,500

Time to Value - 20 months